Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to receive mental health support with this company. Before even seeing a provider, I had to pay a $99 fee for their portal. On the phone, I was advised that this would be reimbursed should it not be a good fit with the provider and we stop services. We stopped services after 3 sessions, excluding the free intake, due to lack of professionalism by the provider (last minute switching and cancellation of appointments). Note that if I were to last minute change or cancel an appointment as the patient, I would be charged a cancellation fee. Nowhere on the website or in the contract does it state that a one-time $99 charge will be issued for the portal access. The only time we ever heard of this was on the phone where the woman I spoke with said it was refundable. I reached out several times requesting a refund as I am no longer using these services. After 2 emails I received a reply stating that its their policy that it can only be refunded after no more than 2 visits, but we had 3. Again, this is stated nowhere on their website, portal, or contract. I replied twice, with no reply to date, that we are requesting the refund because my care did not follow their cancellation policy and was the reason I stopped going because treatment was not consistent. I feel as though they are not able to deem something as their policy if I did not consent to it and it is not written anywhere to be referenced at a later date.

  Business Response

  Date: 01/14/2024

  The client is requesting a refund of their $99 dollar enrollment fee because they did not feel that the client assigned to them was a good fit for them. This fee allows us to provide premium services which, among other things, includes access to a portal in which information can be shared quickly and confidentially.
  Our usual policy is to allow one or two sessions for the client to determine if the client is a good fit and, if not, we refund this fee. This client actually attended four sessions before determining that therapist was not a good fit for them. The reason they gave for not wanting to see this therapist any longer was because the therapist needed to reschedule a meeting with them.
  As President of HBH, I'm authorizing an exception be made in this case and will refund this client the $99 fee.

  Customer Answer

  Date: 01/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response, while still unclear as to where this policy is strictly outlined, does satisfy my issues by providing a refund in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************